Hello, we are looking for some help. 100% of our users reach out to our helpdesk via email in order to create tickets (aside from the general call in). We are trying to get it set up so that a reply back to our response for their support request doesn't generate a brand new ticket. 

 

However, when they create the ticket by sending in the initial support request, we answer (with a workflow to respond via email -- attached picture). I have also attached the template that goes out as well to determine if something needs to be added there. 

 

Basically someone sends in an email (Ticket #1 Need Printer Drivers Installed) > we respond triggering the workflow to send out that email > they respond back and it creates new ticket (Ticket #2 RE: Need Printer Drivers Installed). 

 

Does anyone know what to set up so it automatically updates the original ticket and doesn't create a new ticket? 

Hey @mdsmith, I have raised a ticket for your query. Our team will contact you shortly regarding the same.

I know it’s been some time since your post.  To fix this is pretty simple.  You are missing the #[%Ticket Number%]# in your Subject field.  Once that is set, your replies will go to the same ticket and not create a new one.